U-T San Diego

Review: I recently received a new cell phone number. Ever since I received the number I have been receiving non-stop calls as a "former subscriber" asking me to renew service. I have explained at least four times that this is a new phone number for me and that I am a current subscriber and that they have the wrong number. The caller refuses to listen to anything that I say and continues to try and get me to re-subscribe. I have each time not to be called again. Still the calls continue non-stop at all times of the day. This phone number is a business phone and these calls are affecting my business and potentially income.Desired Settlement: Stop calling me and apologize for their harassment.

Business

Response:

Neither the phone number on this complaint nor the one associated with Mr. [redacted]'s account in our subscriber database were in any file sent to our telemarketing vendors. However, we did go ahead and add both numbers to our internal DNC (do not call) lists.

In addition, we contacted Mr. [redacted] directly to find out if there was another phone number we were unaware of that was the one being called. He provided us that number and we were able to confirm it was being called by one of our contracted vendors. They pulled the number from their dialer and we added that number to our DNC list along with the other two.

We apologize for any inconvenience the calls caused and have taken steps to prevent future calls.

Review: On Nov. 11 2012 I went into [redacted]'s grocery store where the U-T was there doing a special order. I paid $27.92 with my credit card to start my services of receiving the paper 7 days a week. I was told the paper would start in 4 days, After not receiving the paper we called and complained again they said the paper would be starting. We never received the paper so we called and cancelled our order and asked for our money back. We have made several attempts to get our money back and they keep telling us it's in the mail. Can you please help us? When my wife told them we were going to you for help and we still have not received our refund. Our order number for the paper is [redacted]. Thank you for your help.Desired Settlement: A refund for $27.92.

Business

Response:

Hello,

A refund check was mailed out on 2/15/2013. The check has not been cashed, we are stopping payment on that check and re-issuing another one. I have spoken with the customer and have informed them of the process.

thank you

Review: my paper is ALWAYS delivered late on weekends (from one to three hours)and occasionally on weekdays...I have lived in several other areas of SD and have not had this problem before...believe it is due to the carrier.Desired Settlement: if necessary, replace the carrier.

Business

Response:

Hello,

An area manager is aware of the late deliveries and we are currently working on improving our deliveries. We do anticipate a few more late deliveries until after the holiday season.

Thank you for your patience

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: WE PURCHASED 3 MONTHS IN ADVANCE FOR A 7 DAY DELIVERY NEWS PAPER AND ARE ONLY GETTING WEDNESDAY THRU SUNDAY ,EVERY TIME WE CALL, E-MAIL OR ASK FOR A SUPERVISOR CALL IT IS COMPLETELY IGNORED.IT'S BEEN 30 DAYS NOW.Desired Settlement: TO HONER THE CONTRACT. OR REFUND MY MONEY AND TRY TO GET OUR PAPER HERE EVERYDAY AFTER THEY REFUND THE AMT. WE PAID

Business

Response:

We have confirmed with the customer that the delivery issues have been resolved. In addition we have provided the customer with 4 weeks credit towards her delivery as part of customer satisfaction .

Review: I have requested multiple times since March 6, 2014 for this subscription to be cancelled. They say the do, but they dont. Contact them again, same thing. Over and over!! Now I am being billed for a paper ! cancelled weeks ago. emails: [redacted].comMar 6 (11 days ago)[redacted] to UTSD_CSIt can be stopped today or tomorrow. Thank you. [redacted]Desired Settlement: I would like the subscription to be stopped and a refund for my hassle of dealing with this company. Its been absurd. I have a husband underway with 5 kids, I dont have time to go back and forth with people who are not doing their job. I can provide all the emails sent to request this cancellation, I have them all. I copied what I could above, but I can send another email to a different account if need be so you can see my multiple attempts to get them to stop this subscription. Thank you

Business

Response:

On March 3, 2014 our office received a request to start delivery for the customer from our 3rd party soliciting company. The subscription was entered into our data base for a start date of March 6, 2014.

On March 10th one of our customer service representatives responded to the customer in attempts to save the customer from cancelling. Since the customer started by a soliciting company we make a conscious effort to keep the customer from cancelling by finding out why the customer wishes to stop their service and if there is anything we can do as a company to ensure they are receiving good service. March 17th the subscription was stopped permanently. We do apologize that it took a couple of weeks to process the stop completely . We pay the 3rd party soliciting company a commission for each order turned in. In the event a customer wishes to stop their subscription we make every attempted to save that customer.

We spoke to the customer this morning on March 19, 2014 to confirm that as of March 18, 2014 she has not received delivery. We discussed the process in which the customer signed up and agreed that since the customer received a gift premium of $25.00 and chose to discontinue service prior to the agreed 26 weeks of service that is stated on the order form, we are closing the issue as requested and no refund will be processed.

Attached you will find a copy of the customer's signed order form.

Review: Despite having a currently paid one-year subscription to the North County Times (before it was purchased by the Union Tribune), last renewed in September 2012, we have received repeated calls and bills indicating the subscription has not been paid. Delivery has been suspended multiple times since January 2013 and we have contacted the UT repeatedly to resolve the problem. requesting that they stop harrassing us for purported non-payment; we have provided proof of payment multiple times. On several occasions we were told the issue needed to be researched and escalated. Other than one email in March thanking us for subscribing, we have not received proof that the matter was resolved despite requests for written confirmation. On June 5, after receiving a past due collection notice, we emailed the VP of Circulation and explaining our great frustration, but have never received a response. This week, delivery has once again been suspended for nonpayment and the matter "escalated" without any resolution or call back. A second voicemail message has gone unanswered.Desired Settlement: 1) proof of subscription reinstatement through 9/14/13 plus 2) credit for additional three weeks delivery (estimated total loss of paid subscription); 3) letter verifying account is fully paid with no adverse credit effect; 4) written apology from the Vice President of Circulation & Distribution

Business

Response:

I have contacted Mr. [redacted] and apologized for the mishandling of his subscription. I have restarted his account and applied an adjustment to pay the account up to Jan 1, 2014 which is 3 months beyond his original request.

Mr. [redacted] has agreed to send me copies of the various correspondance he sent to the UT regarding this incident so that I may research and determine why this was not resolved sooner. Once I complete my research I will send a final recap to him with the documentaiton he has requested. He also now has my contact information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Given the blatant nature of the Union Tribune's deceptive pricing the Revdex.com has no doubt already received many complaints. But I will add mine anyway.

The Union Tribune advertises a price on its web site. Once you sign up for the service (currently about $380 per year) they will send you bills each year that increase by about $100 per year for the next three or four years. Their hope is that you will not notice and simply pay the invoice. But if you threaten to cancel you will probably

The current advertised price on the web site is about $380. Not stated on the web site is the fact that after that you will get a bill each year that increases by about $100 each year for three or four years. We made the mistake of paying $512 last year, this year's bill was up another $100, and apparently next year would have gone up another $100. We received no warning of what was happening.

We called up and asked how long we had to cancel the subscription before we could get the advertised rate. We were told 30 days. But we were then told that since we planned to cancel we could get a special deal of getting the initial price of $380. So we accepted it. Next year when they raise the price by $100 we will call to cancel again.

It is legal for the UT to raise prices. But what makes this a bad business practice (scam) is the fact that the prices are raised with no warning at all on the web site or invoices.

The Revdex.com can easily verify all of this. Look at its web site. What price do you see? Call them up. What price do they tell you? Ask them whether this is an introductory price. What do the say? Verify what they say with real invoices.Desired Settlement: The Union Tribune should:

(1) Modify its web site to clearly state the price that will be paid not only in the first year but in each year of renewal.

(2) In invoices clearly state the increase in price from the prior year as well as the increases expected in future years.

(3) Periodically publish all of this information in its newspaper

(4) Make a mailing to all people who have paid the higher prices telling them what had happened and offering to let them immediately cancel their subscriptions and with a refund of their unused payment

Business

Response:

We spoke directly with the consumer to address his specific concerns regarding his rate and concerns about our billing practices. In regards to his specific conderns, we would like to note that as a billed subscriber Mr. [redacted] would receive a bill both at 28-days in advance and 1-day in advance of his next payment date and the bill would reflect the new payment amount. We feel this provides the opportunity for a subscriber to review the price and decide if they wish to continue or not.

It is also worth noting that U-T San Diego subscription service is generally terminable at any time, and subscribers are not under any obligation to continue service in the event of a rate increase. We also work very closely with customers to retain their business and this includes agreeing to honor a former price point if the rate is still available. We value all of our customers and are willing to make concessions to provide a reasonable rate decrease when requested to assist with our customer’s financial situation or needs.

Specifically to the complaint regarding the website prices - we verified that the site discloses that promotional rates are subject to change. The specific information is provided below. In addition, on our website you will find our Subscription Information & Policies. Both posted notices provide detail on our price changes.

Additional information and policies applicable to U-T subscriptions may be found here

Your subscription is for an ongoing service that is billed or charged in advance in periodic installments at the applicable subscription rate (the “Subscription Rate”). Your initial payment also includes an activation fee, which is a one-time, nonrefundable charge associated with the commencement of subscription service. Although different payment options and packages are available, please note that subscriptions are not for defined or specific terms; service will continue unless and until you notify us that you wish to terminate your subscription or we otherwise discontinue service for any reason. Early termination and/or refund processing fees may apply. You will be billed and responsible for payment for service through the effective date of termination of your subscription. Please also note that, other than during any initial minimum commitment period, Subscription Rates are subject to change at any time.

Finally, all of our billing communication points, including bills and rate notices, are currently under review and we will take Mr. [redacted]’s suggestions under consideration as part of this process.

Review: The U-T throws their unsolicited, plastic-wrapped bundle of advertising at every house in our neighborhood, early each Saturday morning. Several years ago I called their customer service number and asked them to stop delivery to our house, but deliveries never stopped, so I gave up. This has always been a blight on our neighborhood, with many papers piling up on driveways and sidewalks, often soaked with rain and irrigation. This is a public safety issue, because people trip on these bundles, and they pile up when people have gone on vacation, announcing that nobody is home.

Lately the bundles have been dropped in the gutter in front of every house. Some of these bundles have washed down the storm drains. I am compiling documentation of these events, in order to make a complaint of Storm Drain Pollution to the City's Environmental Services Department.

When the bundles are thrown out into the gutter, the bundle of paper often slides out of the plastic bag. Today (Saturday, January 31, 2015) there were multiple papers blowing all over our street. A number of neighbors joined me in running around to catch them before they got stuck in bushes, landed in puddles, or went down the storm drain. I have filed a littering complaint with the City. THIS MUST STOP.Desired Settlement: Deliveries of this unsolicited litter must be stopped, on our street (River Rim Road 92126) and the other streets in our neighborhood ([redacted]).

Thank you. We will appreciate having a commitment that this littering will be stopped in our neighborhood.

Business

Response:

We have reviewed and processed the residents request to stop the Local Community Values from being delivered in the neighborhood and surrounding streets of [redacted].

Consumer

Response:

We have reviewed the response made by the Union Tribune in reference to complaint ID [redacted], and find that this resolution would be satisfactory to us, if they will actually carry out this action and stop delivery to our neighborhood as promised. We will wait to see if delivery stops this coming weekend, if it does, will consider this complaint resolved.We will be truly grateful if this action is successfully carried out by the Union Tribune.

Regards,

Richard [redacted]

Review: San Diego Union Tribune delivers a weekly advertisement, wrapped in plastic, to every home's driveway. This is called Local Community Values. I am not a newspaper subscriber, but still receive this delivery. I have called weekly for months requesting the delivery stop, but it keeps coming.Desired Settlement: Delivery of Local Community Values shall cease permanently to my address.

Business

Response:

We have discussed this issue with our 3rd party distributor. The action

they will be taking to prevent any more deliveries: The area manager

will follow up weekly until certain the issue has been resolved, address

will be added to the hot sheet for additional follow up after the

initial 4 week monitoring, and the GEOFENCING will be placed around the

address to alert the area manager.

Review: The Union Tribune will not stop littering my yard with their free newspaper the Local Values. I have called customer service asking them to stop delivery. I never asked for this. This a problem that has continued for over 2 years. I have filed Revdex.com complaints over this issue. They stop delivered for up to 6 months and then gradually started delivery again. [redacted] the UT Costumer Service Manager promised this in Jan 2012.This address will be followed up on every week indefinitely. Also, our TSG department will be placing a special geofence around the address in the AirTrak system. When any contractor comes near this address and alert email will be sent out to the entire SD Circ team. IC on route will need to send in a pic of the address every week as a confirmation of no delivery.Delivery resumed in September. Calls to customer service gets promises and apologizes by now fixes. It is sad such a big company is incapable of respecting my wishes not to have their Local Values delivered to my property.Desired Settlement: I want the UT San Diego to stop forever the delivery of any of their products to my address.

Business

Response:

Hello,

I have contacted our 3rd party distributor about this ongoing issue. They have indicated that there is a new carrier on this route and he will be addressed. In addtion they will be re- geofencing the area. Once this has been completed our 3Rd party distributor will be contacting the customer.

thank you for your patience

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Submitted 1/29/2013:

The San Diego Union Tribune continues to litter my property with their free weekly newspapers Enlace and Local Values. I have repeated contacted their customer service and asked the company to stop delivering to my property. I have filled repeated complaints with the Revdex.com without success in stopping permanent delivery of their papers. The last was in November 2012. This complaint has continued now for over 2 years without resolution except for temporary freedom from their papers littering my property. Over the last month they started delivering Enlace to my address in November it was Local Values. The head of their customer service has guaranteeing me that no more of their papers would be delivered yet papers are still delivered. I don't want any of their products, I did not ask for them to be delivered. The UT should respect my property stop littering it and respect my desire to stop their delivery of unwanted papers.

Stop delivering any of the UT San Diego newspapers or anything to my address forever!!!

Desired Settlement: Other (requires explanation)

Regards,

Business

Response:

Hello,

I assure you UT San Diego has followed all protocol to flag your address as both DO NOT DELIVER and DO NOT SOLICIT as well as taken additional steps to communicate your request. These lapses are a result of human error at some level and not as a result of UTSD's disregard for your request.

Review: I have been receiving unwelcome solicitations from the Union Tribune newspaper for almost 3 years. I have repeatedly asked to be on their do not call list, I've had the number being molested added to the national do not call registry and I still receive 10-15 calls per yer from Union Tribune - one just about 30 minutes ago from one of their contractors. Just last month, I received 6 calls in 13 days and escalated this with pictures and documentation of the abuse. Unfortunately, they are now targeting this same number with third-party contractors. The contractor name is CIRCULATION TECHNICIAN, www.cirtech.us. [redacted] advised me that he will ensure that my name is removed from their internal list. How many other contractors are there and will there be. How can I permanently stop this abuse?Desired Settlement: I am to the point of filing a Police report but I was also advised to report to yourselves.

Business

Response:

Hello,

After our researching this customers complaint this is what we have found:

The customer had been a subscriber up until 9/10/2011. During that time we would not have conducted phone solicitation since customer was an active subscriber. After that time period however we would have contacted customer to attempt to obtain as a subscriber again.

We sent a file to our out bound call center on 9/10/12 and this customer was on that call list. The customer contacted us on 9/25/12 to be taken off our call list. Our outbound call center does acknowledge contacting the customer on 11/1/12 . At that date the customer was placed on our Do Not Call list. We have also informed them not to attemp another call.

We are deeply sorry that the customer was contacted one last time on 11/1/12. We will no longer contact this customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: was solicited at my house by a salesman for the tribune. he told me I could get 18 weeks of weekend papers for 24$. I agreed and paid him. about 8 weeks later I get a bill in the mail for 23.55$. I never got my 18 weeks and now they want me to pay them 23.55 for papers I already paid for.Desired Settlement: finish my 18 weeks of weekend papers. pay me back the 23.55$. cancel subscription when I get rest of papers.

Business

Response:

After reviewing the order form that was turned in by the 3rd party vendor, we were unable to determine the length of time the customer signed up for. Based on the order form there was a number scratched out on the length of weeks area. Due to this particular finding we are honoring the customers request for 18 weeks of service.The customer has already received 12 weeks of service, an additional 6 weeks was added on to his account and will resume delivery 11/29/14 . Should the customer have any questions please feel free to contact customer service in Mission Valley 619-718-5005

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

what about my 23.55 payment ?

Business

Response:

I recently spoke with Mr.[redacted] about the refund of $23.55.

Since his payment was received at the time of the Revdex.com response his refund was not processed at that time. We have confirmed with Mr. [redacted] today that his refund has been processed.

Review: 3 times in the last 2 years I have recieved bills with different dates for the same "time" period, however I can only document 2 of those times. the most recent I will describe in detail now:

*Please note that when you recieve a bill in the mail it is not marked by the Post Office in any way (I have an envelope to show that if need be) It only says Presorted Standard US Postage Paid Zip Code [redacted] Permit No [redacted].

1.Recieved bill approxitmatley 3rd week of May bill due (effective date) 6/19/2013.

Paid bill 6/17/13 at $18.05 mailed directly from [redacted] CA post office same date.

2.Recieved bill approxitmatley 6/25/13 or 6/26/13 bill due (EFFECTIVE DATE 6/16/2013!!!)

Since I have had this happen 2 other times I called them spoke to an [redacted] transfered to [redacted] a resolution specialist. He could not explain why dates are changed and I would recieve a bill dated earlier than the original bill I had recieved. I explained that the bills NEED TO SAY DUPLICATE OR SOMETHING and that it is not right to change the dates on their end and resend them, I think I overpaid in February of 2013, but when I spoke to a person then she said I was paid up until 4/24/13. But then I rec'd another bill in March and I forgot what she had told me and paid it also.

3. This also happened in November of 2012, and I spoke to a [redacted] with the same problem happening of getting a bill dated 11/20/12 that I had already paid and she said to disregard because it was sent in error due to the North County Times being purchased bu the UT. It said my account was past due!!!

4. When I called them this last time on 6/26/13 I was told by [redacted] that I would be contacted in 2 days by a supervisor for a better explanation or help since there was nothing he could do.

5. I was never contacted and today is 7/3/13.Desired Settlement: The UT accounting dept should not be able to change billing dates to whatever they want. If more than one bill is mailed under the explanation of something being past due (in my case not applicable) then those bills need to say

DUPLICATE OR PAST DUE OR SOMETHING, otherwise I wonder how many others are just paying like me w/o keeping track of or remembering hey I just paid this!!

Business

Response:

The origianl complaint was routed to a different department and was responded to from that department. We spoke to the customer on July 26th, 2013. Since we are not able to change our renewal notices as the customer has requested , the customer chose to cancel her service. She recently spoke with a member at our call center and a refund for her available balance was tagged for processing.

thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I spoke with them yesterday 9-4-13 which was the 3rd time requesting my refund, each of the other two times what they promised they did not do. They held my refund for two months. Also not changing their billing is not the whole truth the company sends out at least 3 notices a month and changes the billing date on all of them and does not let you know that this is a second request etc. They are unwilling to put the words second request third request etc on the bills. Also [redacted] said the billing company was not connected to the office by computer to show posted payments and that there was a delay in them knowing payment had been made, this is all ways of commiting fraud and using other peoples money to keep thier Accounts Receivable showing larger than an audit would prove, they should be careful it will catch up with them sooner or later, maybe Turko Files should be contacted.

Business

Response:

The refund for Mrs. [redacted] was not held back - the delay was a result of two factors. One, it was not a request in the original complaint filed. As well as the fact that there was a significant delay in contacting her because her original complaint on July 3rd was routed to the wrong department. Our Circulation team was not made aware of this complaint until the 26th of July. We contacted the customer at that point to attempt to address her concerns about our billing cycle and invoicing system. Although we were unable to resolve her concerns and she requested a stop that was processed for July 28th - she did not request a refund at that time either. The first we were aware of her request to receive a refund for her entire prior payment was Sept. 5th via the Revdex.com rejection letter. The full refund request was entered at that time and processed Sept. 9th.

In response to her continued concerns about our billing cycles and notification we could not remain in business if our efforts we to try to defraud our customers. We are subject to two financial audits per year and subscription accounts are a part of those audits. In addition, our office pay subscriptions have always been set up to be pay in advance for a minimum term of 8-weeks. The majority of customers pay either 13-weeks, 26-weeks or 52-weeks in advance. The billing cycle sends a notice out 28-days in advance of the current paid-to date. If a payment is not received by the payment expire date a second notice goes out. Activity on the account such as credits for missed delivery or debits for premium days can adjust the expire date. Any money received is always applied to the customer's account and is used to purchase papers. Any remaining balance is refunded to the customer. Should they not request a refund the money stays on the account for 18-months at which point we are required to turn the funds over to the State. Prior to doing so we send out a notice to advise the customer of the balance in hopes of resarting them or refunding the amount. We feel the problems with Mrs. [redacted]'s account started when she began making 4-week payments which are designed for automatic debit and not for billed / mailed payments. The small payment amount does not buy enough future days to allow the billing cycle to perform the way it was designed. Our recommendation to her was to either switch to auto-debit or to make the minimum 8-week payment. It was at that time that she requested we stop her subscription.

We are revisiting her suggestion to add 'second notification' on our bills. That is a practice we had in place for many years but actually stopped it based on consumer feedback that we discontinue the practice. We will evaluate the process to see if there is a happy medium. We are also starting a campaign to convert more customers to electronic billing that will speed up the process to send our bills out and may also help with the issue of bill and payments crossing each other via USPS delivery. We always welcome customer feedback and will continue to review and evaluate suggestions and implement those that we feel will best meet the needs of all of our customers as well as the company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

1. On first trying to resolve the issue with [redacted] she did inform me that they could not add the words second or third billing to the bills, and she could not address the problem of payments crossing in the mail and new bills mailed out and due dates changed, so we agreed I would stop recieving the paper,I then asked her for the balance on the account since it had been paid for...she said $11.72 I asked how long the paper would STILL come she said until 8/11/13, I said ok and we hung up.

2.The very next day we got no paper and the next also (sunday and monday) I called and got [redacted] who said [redacted] did stop the paper but did not let it continue until payment was used up, I said then she lied to me and deliberatly stopped my paper from coming. (Wow I dont know this person and she maliciously did this, why would she care?) [redacted] then said it will be awhile to get the refund it c/b up to 2 weeks because they dont do them right away.

3.I waited and still did not recieve the refund so I called again 9/4/13 and spoke to [redacted] I asked her if all calls were recorded she said yes I said good because I have been being lied to and have you are holding onto my money, she said [redacted] had been fired and that she was a new company hired to help do the papers business and that the balance was never recorded as being requested by me.......

4. Today is 9/16/13 and the money should be to me today, 7-10 busines days after as I was told by [redacted], I want it pointed out that the effort they say they do is not in good business dealings customers should be contacted at least more than once about credits on account also their bills should reflect these balances when each bill comes.

5.As for me not paying in the perscribed method they gave choices of I did not want my account automatically debited so by never giving them permission to do so I just mailed my check to them. This still paid my account but was at my determining and not theirs. I had been a customer for years.

6.So if all of this was recorded as [redacted] said then the lies are trackable.

7.I do not want to pursue this any further UNLESS I DONT RECEIVE MY REFUND BY WEDNESDAY 9/18/13. At that time I will decide if I am going to contact Turko Files.

Revdex.com thank you for your help but I am NOT satisfied with the unethical business practices of the U-T San Diego paper and would like the record to show that even though they are not a Revdex.com customer.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear Revdex.com of San Diego,

I wish to reply to the complaint #[redacted] that was administratively closed. UT's response that they were processing the refund on 9/9/13, was another delay tactic. I spoke with [redacted] on 9/4/13 she said it was processed and that payment would be recieved in 7-10 days. 10 days made the date of 9-23-13, I didn't recieve it. I called and spoke with [redacted] at the Revdex.com and she said to respond thru the info email and note the case #.

I called and spoke with supervisor Kevin on 9/24/13 and was told you should have it it shows as being processed on 9/9/13, and he would contact tomarrow and see what was happening, He called me back on 9/25/13 and told me the only thing AP would tell him was that it was processed on 9/9/13 and that was all he could tell me. I waited until my mail came that same day and there was the refund, it was stamped prcessed at the Post Office 9/24/13. So it looks like they never mailed me anything until 9/24/13, again another delaying process by the UT and again very unethical and just plain bad business. It took me from July of 2013 until September of 2013 to get my balance refunded to me.

Sincerely

Business

Response:

As stated in our response of 9/13 we were not aware of a request for a refund until 9/5 and a refund was processed to be picked up in our next check refund cycle once we were aware of the request. It is understandable that it seems like a significant delay if the assumption was that a refund had been requested back in July and we empathize with the customer's frustration. It is a regrettable situation however it is not representative of a company policy or effort to intentionally withhold refunds.

Our current business practice in place since 2009 is to run check refund processing once a week (Wednesdays). The checks are processed on Wednesdays printed on Friday and mailed the following week. Our customer service reps advise customers that a refund may take from 2-3 weeks. In the event there is an urgent need to process a check refund outside the normal timeframe a refund can be hand keyed and processed with approval byupper management..

The information provided Mrs. [redacted] was based on the normal process. We learned yesterday that the customer had not received her check yet. We escalated to Finance and were advised that the check had already gone out in the mail which was confirmed by the fact it has now been received.

A reminder was sent to our customer service team yesterday after we received Mrs. [redacted]'s call to emphsize the 2-3 week process so that clear expectations are set with all customer's requesting a check refund.

Review: I would like to receive compensation in the amount of $100.00 for my time, effort, and frustration into this. I DO NOT want to receive any paper from this company. I am continually told they are taking this seriously, yet I continue to receive the paper not long after. I want this to stop immediately. On 2/23/2013, I again received a paper on my property. In fact, this paper contained the Sunday paper and yet I received it on Saturday before 7pm. I want this third party vendor to be penalized when I receive the paper as obviously nothing happens when they deliver to someone supposedly on the DO NOT DELIVER list.Desired Settlement: I DO NOT want to receive any further newspapers from the Tribune. I would like to be compensated $100.00 for my time in corresponding with the Tribune and Chamber of Commerce as well as for picture text messages I have had to send myself as "proof" to the Tribune each time I contacted them.

Business

Response:

Hello,

We have addressed the issue of the customer receiving the Local Community Values publication. There was a street change. It used to be drive and is now street. This issue has been identified and corrected in all of our data bases from us to our distribution company.

In addition I have received notification from our distribution owner that they have taken correct steps to ensure that the deliveries will cease. A mnager will monitor the area in addition to placing a Geofences off alert to the location.

Thank you